Call distribution in distributed call centers

ABSTRACT

A method and/or system for receiving or accepting and processing calls within a telephone network having lines, including a voice and a data channel, for connecting a caller to subscriber groups connected to the network. A subscriber group has an assigned network identifier via which all members of the subscriber group are able to be called by a caller. The calls intended for one subscriber group are distributed via a control to the individual members of the group on the basis of specifiable criteria, data records assigned to one connection being exchanged via the data channel, and the control being carried out by a control unit which is integrated in the network and has access to complete data records. A subscriber group may have an assigned control unit which automatically decides on the connection of a call to a special member of the group.

FIELD OF THE INVENTION

The present invention relates to a method and/or device for anintelligent contact manager.

RELATED TECHNOLOGY

One use of an “intelligent” networks is to make special subscribergroups, in particular “call centers”, such as telephone informationservices, available to the subscribers within such a network, aplurality of call centers being distributed in decentralized fashionover the network, and a call center being assigned to the subscribers ofa specific region. Structures of this kind may be available from largemail-order firms. Thus, for example, a telephone information service isorganized in such a way that a large number of call centers, which aredistributed in decentralized fashion over the region of the network, areable to be reached from everywhere via one single phone number. However,in order for the customer, as the caller, to reach the local callinformation service responsible for him/her, the customer's call isswitched via the data channel to a centrally established control unit,which is set up as a server of the network and which, on the basis ofthe customer's telephone number (network identifier), assigns a localcall information service to the customer and then connects his/her voicechannel to the appropriate local call center. The access to othernetworks, such as cellular networks, is organized in similar fashion.Simple telephone systems having a plurality of connections also formsuch a group.

In using available methods, the organization within the group is onlyable to profit conditionally from the “intelligence” of the network.Control units used until now merely form an interface to the network,however, without themselves belonging to the network, which would givethem access to the complete data records transmitted over the datachannel. For reasons of data protection, a large part of the informationis lost. From this, for example, the available control units merelydistribute the calls, without considering background information on theindividual members. It can happen in decentralized call centers, thatone center is overloaded at times, and its customers are put on a waitor holding loop for long periods of time, or are even dismissed with abusy signal, while another center has available capacity at that verytime. These problems lead to a poor utilization of existing capacitiesand, above all, to customer dissatisfaction.

Further, the network provider makes available the control units and, forreasons of network compatibility with the intranets of the subscribergroup, it must also configure them in accordance with the requirementsof these intranets. This organizational work is labor-intensive, andproblems may arise due to the wide disparity in the organizations of theindividual groups, due, for example, to different communicationsprotocols. Moreover, structures of this kind are rigid and are not ableto react flexibly to organizational changes in the group. Further, theconnections within one group are organized via the network, which mayput an excessive burden on the network. The network, which has nothingto do with the actual autonomous group, must nevertheless concern itselfwith the organization of the group, since the control is centrallylocated within the network.

SUMMARY OF THE INVENTION

Exemplary methods and/or exemplary systems of the present invention aredirected to using simple and cost-effective means to make a serviceavailable to subscriber groups for them to conveniently use for theirinternal organization, and which, by using extensive backgroundinformation, may lead to a more flexible organization of the subscribergroups, thereby ultimately relieving the network and the networkprovider.

Further exemplary methods and/or exemplary systems of the presentinvention are directed to receiving, or accepting, and processing callswithin a telephone network having lines, including a voice and a datachannel, for connecting a caller to subscriber groups connected to thenetwork, a subscriber group having an assigned network identifier viawhich all members of the subscriber group are able to be called by acaller; the calls intended for one subscriber group being distributedvia a control to the individual members of the group on the basis ofspecifiable criteria, and data records assigned to one connection beingexchanged via the data channel.

Exemplary methods and/or exemplary methods of the present invention aredirected to so-called “intelligent” telephone networks in which thelines not only have channels for transmitting voice messages, but alsohave parallel data channels on which background information, such ascaller identification, is transmitted. These data channels may becombined in one or more central servers which are able to process thebackground information and which ultimately decide on the establishmentof the voice channels.

Exemplary methods and/or exemplary systems of the present invention aredirected to integrating the control units, available till now andimplemented, for example, by the individual phone systems and/or bydistribution systems of external networks, in the “intelligent” network.While from the related art, outsiders may regard the network as a closedentity, and to only use the interfaces provided to connect controlunits. Exemplary methods and/or exemplary systems of the presentinvention are directed to implementing the control units by computers ofthe “intelligent” network itself. These then may have access to all theinformation available to the network provider. Thus, the presentinvention may be realized, in particular, by the network providerhimself, who knows his network from the inside. The control operationmay be carried out by a control unit which is integrated in this mannerin the network. It not only has access to the abbreviated data records,but to the complete data records and, thus, to the entire backgroundinformation. In this context, a control unit, which may be part of acentral unit, may be assigned to a subscriber group, the control unitautomatically deciding on the connection of a call to a special memberof the group. Thus, the network-integrated control unit may assume therole of distribution node for the subscriber group. Accordingly, theneed is eliminated for the previously necessary, data loss-producinginterface (“communication interface”) to the distribution node, sincethe distribution node is implemented by the network itself.

In exemplary methods and/or exemplary systems of the present invention,the intelligence of the telephone network may be present in the controlunit, and it may be utilized by the subscriber group. This renderspossible technically simpler design approaches for the individualcontrol units, which may be sold or leased as compact systems (routers)by the network provider to the subscriber group. The router may decideindependently about connecting a call to a special member of the group.A computer (or server) may be used as the router, and thus as thecontrol unit.

In further exemplary methods and/or exemplary systems according to thepresent invention, to be able to assume this function, the control unitmust also receive information from the group. This information may betransferred by the customer, thus the operator of the customer group, tothe network provider in a type of traffic management protocol. On thebasis of this protocol, the control unit may distribute the incomingcalls. In this context, the network provider may implement the protocolin the control unit. In further exemplary methods and/or exemplarysystems according to the present invention, the customer may load hisspecial protocol himself, using a data line, onto the control unit.

The term “subscriber group” is used quite generally. Thus, the aggregateof telephone information service centers connected to the network, or anautonomous network, such as a cellular network that is accessible viathe primary network, or even a telephone system having a plurality ofseparately dialable connections, may constitute a subscriber group alongthe lines of the present invention.

In further exemplary methods and/or exemplary systems according to thepresent invention, since a group may have one individual control unitavailable to it, via the decentralized organization—which, to a certainextent, is centrally organized—a substantially more flexible response tothe needs of the group is possible than in the case of available centralcontrols. For example, rate structures may be simply adapted. Moreover,the primary network may be relieved of the task of organizing the group,thereby freeing up available capacity. Exemplary methods and/orexemplary systems according to the present invention may further providethat heterogeneous, modal and medial networks may now be simply coupled.In this context, the present invention, which is also manifested in therouters being made available, is suited, in its modularity, for massapplications. Further exemplary methods and/or exemplary systemsaccording to the present invention may further provice that the existinginfrastructure of the “intelligent” network and the existing call centermay be used, and, for each group, it is merely necessary to set up onecontrol unit on one server. Thus, the cost advantages may be evident;and, the service may be clearly improved for the customer.

In further exemplary methods and/or exemplary systems according to thepresent invention, in the context of the criteria predefined for thecontrol unit, the caller's identifier may be considered as an indicationof his location. This means that the control unit may primarily attemptto establish a connection to the member who is locally responsible forthe caller. In further exemplary methods and/or exemplary systemsaccording to the present invention, the capacity utilization of any onemember may be registered by the control unit, and the calls aredistributed to the individual members on the basis of the overloadcriterion. If the control unit ascertains a singular overload, it mayswitch the incoming call to another member (center). In this manner, tothe outside, a group of such service providers represents a singleprovider, which is also dialed via one central number, there being acertain local relationship nevertheless. This local relationship can beuseful for a customer, since a caller from one city may feel betteradvised by a local advisor than if he/she were to be switched to anothercity.

Moreover, in further exemplary embodiments and/or exemplary systems ofthe present invention, for the criteria, one may consider whether it isworthwhile in the individual case, to be rerouted by the responsiblecenter to the alternative center, or whether the cost disadvantages ofthe longer line are the preponderant consideration. It may beforeseeable that the subscriber has just arrived at the end of the waitor holding loop, so that a minimal wait loop can be reasonably asked ofhim/her.

In exemplary methods and/or exemplary systems according to the presentinvention, private networks, such as the service network of automobiledealers which have a multiplicity of local branches, may also beoptimized via the control unit. In this context, a control unit madeavailable by the network operator may service a large number of suchcenters combined into groups. In further exemplary methods and/orexemplary systems according to the present invention, since the callsare centrally distributed with respect to the group, it may be possibleto adapt the switching service to the customer profile.

In the exemplary methods and/or exemplary systems according to thepresent invention, the service may be improved with respect to thecustomer. This can strengthen the customer's ties to the networkoperator. In addition, a modular and flexible expansion of thetechnology may be possible, depending on the particular requirement. Inthis context, a clean separation of the responsibilities of the network,on the one side, and of the group, on the other side, may be ensured.Each group may implement its own performance features within the group.Due to the many individual degrees of freedom, the organization inaccordance with the present invention may be easily regulated.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 shows a group of subscribers integrated in a data line network.

FIG. 2 shows a group of subscribers linked to a data line network.

FIG. 3 shows a control unit.

DETAILED DESCRIPTION

FIG. 1 shows three members 1 forming a subscriber group, the membersbeing individual telephone information service centers, for example.These members 1 are integrated in an external “intelligent” network 2and, accordingly, are interconnected via voice channels (solid lines) 3of the lines of network 2 via a switching exchange 14. Likewiseintegrated in network 2 may be a subscriber 13 who does not belong tothe group. The group may be defined by a control unit 4, which isintegrated in network 2 and, in this case, is a central control unit 4to which at least subscriber 13 is still connected. The connection tocontrol unit 4 can be established via data channels (dotted lines) 3,which converge on control unit 4. In this example, control unit 4 is aserver of the intelligent network. Control unit 4 is itself accessiblevia network 2 and may be dialed via its network identifier (e.g., aservice phone number) by subscriber 13. In response to an incoming call(arrow 6), control unit 4, which, as part of network 2, is informedabout the momentary capacity utilization of individual members 1,decides to which member the call is switched through, switching exchange14 looping the call via the voice channels.

FIG. 2 illustrates a network 7 having subscribers. Linked to network 7is a control unit 8, which forms an interface, integrated in network 7,to a group of members 9 and which may be dialed from network 7 vianetwork-internal data channel 10. The group, in turn, forms a network,for example, a cellular network, individual members 9 being able tocommunicate with one another via lines (waiting queues) 11. A callintended for a member 9, from network 7, is initially organized bycontrol unit 8 through data channels 10, before a voice channel 12 isswitched through via switching exchange 15 to subscriber 9.

In FIG. 3, control unit 4 is schematically shown having a control means16 including controller 17 and an evaluation module 18. Control means 16has access to a database 19, in which, via interface 20, data from thetelecommunications network may be able to be stored. Interface 20 has adata line 21, via which a direct communication between control means 16and the network is possible. The communication takes place with theinclusion of database 19, via line 22. The connection to the subscribergroups is made via lines 23, which each lead from a suitable interface24 to the outside world. Between the subscriber groups and thetelecommunications network, a converter 25, which may be likewiseimplemented on control unit 4, may be needed to convert the individualprotocols.

1-11. (canceled)
 12. A method for receiving and processing calls withina telephone network having lines, including a voice and a data channel,for connecting a caller to subscriber groups connected to the network, asubscriber group having an assigned network identifier via which allmembers of the subscriber group are able to be called by a caller, thecalls intended for one subscriber group being distributed via a controlto the individual members of the group on the basis of specifiablecriteria, and data records assigned to one connection being exchangedvia the data channel, wherein the control is carried out by a controlunit which is integrated in network and has access to complete datarecords, a subscriber group having an assigned control unit whichautomatically decides on the connection of a call to a special member ofthe group.
 13. The method as recited in claim 12, wherein serviceproviders having a plurality of decentralized branches or networkproviders having a multiplicity of connections make up the subscribergroups.
 14. The method as recited in claim 12, wherein the capacityutilization of any one member is registered by the control unit, and thecalls are distributed on the basis of the overload criterion to themembers.
 15. The method as recited in claim 12, wherein in the criteria,the caller's identifier is considered as an indication of his location,and a connection is established to the member (1,9) who is locallyresponsible for the caller.
 16. The method as recited in claim 12,wherein a cost-benefit calculation is considered in the criteria withregard to rerouting the call.
 17. A telephone network having amultiplicity of subscribers, who are able to be connected to one anothervia the network, and having subscriber groups, which include a pluralityof members and which are able to be dialed via a common networkidentifier assigned to a group, the subscribers being able to beconnected among themselves or to a subscriber group via lines whichinclude a voice and a data channel, data records assigned to oneconnection to be established being exchanged via the data channel,characterized by control units, which are integrated in the telephonenetwork and which control the establishment of the connections among thesubscribers and individual members of a subscriber group and which haveaccess to complete data records, an individual subscriber group havingan assigned control unit, which is able to be dialed via the networkidentifier of the subscriber group and which connects the subscriberplacing the call to one subscriber of the group.
 18. The network asrecited in claim 17, wherein a control unit forms an interface betweennetwork and the subscriber group, which processes both the protocol ofthe network as well as the protocol of the group.
 19. The network asrecited in claim 18, wherein the control unit has a converter modulewhich converts the protocol of the subscriber group into the protocol ofthe data line network.
 20. The network as recited in claim 17, whereinthe members of a group are interconnected via the data line network. 21.The network as recited in claim 17, wherein the members of a group areinterconnected via a separate network.
 22. The network as recited inclaim 17, wherein a computer forms the control unit.